Open to opportunities

Marco Tropiano

@marcotropiano

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Experienced Product Support Engineer

Canada

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What I'm looking for

Seeking a challenging role that utilizes my technical skills and experience to drive customer satisfaction and product improvement.

As a seasoned Product Support Engineer with over 10 years of experience in the IT industry, I possess a strong background in providing technical support and troubleshooting product-related issues. My analytical and problem-solving skills, combined with my ability to communicate effectively with both technical and non-technical stakeholders, enable me to drive product improvement and customer satisfaction.

Throughout my career, I have worked with various programming languages and systems analysis and design, allowing me to stay up-to-date with industry trends and provide exceptional support. My experience in streamlining support processes, creating comprehensive knowledge base articles, and collaborating with cross-functional teams has resulted in improved customer satisfaction rates and reduced support tickets.

I am committed to delivering high-quality results and driving customer satisfaction. With my strong foundation in computer science and experience in software development, I am confident in my ability to provide effective solutions to customers and contribute to the success of any organization.

Experience

Work history, roles, and key accomplishments

Current

Customer Success

Current

PAYMENTUS

Oct 2022 - Present (2 years 8 months)

Addressed technical issues, implemented proactive monitoring, and created knowledge base articles to improve customer satisfaction.

Customer Satisfaction Troubleshooting Monitoring Knowledge Base Communication

Product Support

AUDELA

Jul 2021 - Oct 2022 (1 year 3 months)

Troubleshooted issues, streamlined support processes, and collaborated with cross-functional teams to improve customer satisfaction.

Troubleshooting Process Improvement Cross Functional Collaboration Customer Satisfaction

Software Engineer

INORIA

Sep 2020 - Jul 2021 (10 months)

Improved software performance, enhanced user experience, and collaborated with cross-functional teams to deliver high-quality software products.

User Experience Cross Functional Collaboration Software Development

Application Support

FUSION BPO SERVICES

Jan 2013 - Apr 2019 (6 years 3 months)

Enhanced application performance, streamlined support processes, and provided comprehensive training for users.

User Training

Education

Degrees, certifications, and relevant coursework

Concordia University

Bachelor of Computer Science, Computer Science

2016 - 2020

Completed a Bachelor of Computer Science, focusing on software development, programming languages, and systems analysis. Gained hands-on experience through projects and collaborative work, enhancing technical skills and problem-solving abilities.

Champlain College

AEC of Information Technology Support Specialist, Information Technology

2012 - 2013

Pursued an AEC in Information Technology Support Specialist, acquiring skills in technical support, troubleshooting, and customer service. Engaged in practical training to prepare for real-world IT challenges.